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From YouTube: Meet The People: Dana Robinson
Description
On this episode of Meet The People, learn about I&P's Senior Manager of Devices & Service Desk Dana Robinson, how he has overseen the city's technological challenges through Covid, and what is his all-time favorite episode of The Office.
A
A
A
Now,
dana,
I
can't
imagine
that
there's
someone
who
either
works
for
the
city
or
lives
in
the
city
that
doesn't
know
you,
I'm
imagining
that
cannot
be
possible.
But
for
those
who
may
not
know
you,
can
you
give
us
a
little
background
where
you're
from
and
how
you
got
to
starting
to
work
for
the
city.
B
Sure
so
I
was
born
and
raised
in
the
city
of
pittsburgh
born
and
raised
on
the
north
side
of
pittsburgh
what
they
call
the
north
shore.
Now
mexican
war
streets
grew
up
on
buena
vista
street
I
went
to
school.
I
only
went
to
two
schools
from
kindergarten
to
high
school.
I
went
to
saint
matthews
lutheran
school,
which
is
on
north
avenue
graduated
from
there.
Then
I
went
to
perry
traditional
academy.
B
I
graduated
high
school
there
and
after
that
I
stayed
in
the
city
and
I
started
working
for
the
city.
So
a
little
background
about
that.
My
whole
family,
my
grandmother,
my
grandfather,
my
mother,
my
sister,
I
had
a
couple
of
other
relatives.
They
were
all
civil
servants,
all
employees
of
the
city
of
pittsburgh,
so
I
was
kind
of
born
into
this.
B
B
Yeah,
the
ones
that,
let
me
know
some
other
ones,
I'm
forced
to
silence
out.
You
know
I
can't.
A
That's
fair
so
how
many
jobs
or
how
many
different
roles
have
you
had
with
the
city
and
how
long
have
you
worked
for
the
city
wow.
B
B
I
was
no
I'm
sorry,
but
public
works.
That's
when
we
were
they
used
to
cut
grass.
We
should
cut
the
grass
and
empty
lots
and
things
of
that
nature
laying
asphalt.
So
I
did
that
for
the
summer
after
that
summer,
wrapped
up,
I
started,
which
was
city
information
systems
at
the
time
which
is
currently
inp
yeah.
I
started
working
for
a
man
by
the
name
of
joe
hilger
I
was
brought
in
and
all
I
did
was
I
delivered
reports
that
were
ran
on
a
dot
matrix
printer
for
anybody.
C
B
Yeah
so
I
started
there,
I
was
given
the
opportunity
I
was
there
for
about
two
years
and
I
was
given
an
opportunity
to
to
move
up
to
advance
to
a
position
called
a
network
technician.
At
that
time
we
had
a
big
roll
out.
They
were
changing
from
the
old
crt
monitors.
Anybody
remembers
those
those
are
like
the
black
screen
with
the
green
letters
or
the
green
numbers
on
it.
With
the
10
punch
keyboard.
B
You
know
very
cumbersome,
very
big,
you
know
heavy
yes,
so
we
switched
to
that
and
we
we're
switching
from
those
over
to
the
compact
desktops,
which
is
now
hewlett,
packard
hp.
So
we
did
a
whole
roll
out
of
the
entire
city
of
pittsburgh
and
I
helped
with
that
project.
There
was
only
two
other
people
at
the
time
that
were
actually
doing
the
rollouts,
the
entire
city
of
pittsburgh.
Ladies
and
gentlemen,
so.
B
And
we
did
it,
we
did
a
good
job.
We
did
a
successful
job,
getting
those
machines
in
and
getting
them
operating
and
from
there
I
was.
I
was
given
a
position,
a
network
technician
and
I
stayed
in
that
position.
B
Eight
years
I
believe,
and
then
I
left
I
had
opportunity
to.
You
know,
run
my
own
business
and
start
a
business
with
my
some
family
and
some
friends
I
had
up
in
new
york
city,
so
I
was
up
there
four
years,
then
I
came
back.
I
tried
to
get
back
with
the
city
at
first,
but
they
weren't
really
hiring
at
the
time.
This
was
around
2010,
okay,
you
know
so
I
started
working
for
verizon.
At
that
point
I
was
you
know
doing
verizon.
I
was
doing
other
odd
jobs.
B
I
was
a
chauffeur
at
that
time
also
and
but
but
I
always
had
a
thing
for
it,
my
grandfather.
He
instilled
that
in
me
early,
he
used
to
take
me
to
you,
know:
computer
camps.
They
used
to
have
once
a
month
ccac
I'm
talking
about
from
when
I
was
nine
years
old.
You
know-
and
so
I
always
had
that
part,
even
though
I
wasn't
doing
it
probably
for
a
space
of
five
or
six
years.
B
It's
always
been
my
calling
and
then
2013
came
and
the
position
open
for
a
network
technician,
and
I
took
it-
and
here
I
am
so
yeah.
Let
me
see
so
to
make
a
long
story
short.
I've
been
a
mail
room
clerk
intern
for
intern,
first
mail,
room
clerk
network
technician
came
back,
was
a
network
technician
again
and
a
network
analyst
netflix
one,
two
three
which
is
since
admin.
B
B
But
you
know
there
were
a
lot
of
standouts
in
my
time
here.
Some
people
that
I
met
that
are
still
friends
to
this
day,
and
you
know
I
just
I
say:
there's
something
about
people
that
come
into
civil
service
to
people
that
work
for
the
city,
people
who
work
for
government.
It's
not.
You
know
you're
not
going
to
get
rich,
but
you
know
you're
doing
a
service.
That's
needed
a
service,
that's
required!
A
So
I
don't
you,
may
you
probably
do
remember
this?
You
and
I
started
your
se.
I
didn't
know
it
was
your
second
stint,
but
you
and
I
started
around
the
same
time
right
and
it
took
me
a
good
two
to
three
years
to
realize.
Ashley
is
your
sister
that's
more
of
a
statement
on
me
than
it
is
the
two
of
you,
but
it
I
had
never
seen
the
two
of
you
together
never
dawned
on
me
until
she
I
was
in
her
office
once
and
she
said
something
and
I
thought
wow.
A
That
sounds
a
lot
like
dana
wait.
Robinson,
oh
yeah,
I'm
kind
of
the
dummy
there,
but
no,
no
so
your
grandparents
were
employees.
Your
mother
was
an
employee.
You
said
other
family
members
were
employees,
and
now
you
and
your
sister,
so
is
there
a
robinson
wing
of
the
city
county
building
that
I
don't
know
about.
A
Okay,
it's
good
to
know
good
good
good,
so
let's
talk
a
little
bit
about
your
current
role.
Yes,
so
what
is
your
official
title
these
days.
A
So,
let's,
let's
split
this
up
one
at
a
time,
so
for
those
that
may
not
know
who
are
looking
at
the
city
from
the
outside,
what
is
the
service
desk.
B
Good
question,
so
the
service
desk
is
more
of
you
know
a
front
line.
That's
that's
your
customer
service.
So
let's
say
if
you're
at
home-
and
you
know,
maybe
your
power
goes
out
or
you
know
your
cable
goes
out.
You
know
you
call
duquesne
light.
You
call
comcast,
whoever
you
have
right,
the
people
that
you
talk
to.
First,
how
may
I
help
you,
I
might
be
of
assistance
the
people
that
are
going
to
help
you
to
troubleshoot
and
get
through
the
problem.
That's
what
the
service
desk
is
for
the
city
of
pittsburgh
employees
so.
A
If
my
laptop
loses
power,
my
cell
phone
doesn't
work.
My
desktop
computer
something's
wrong
with
it.
I
pick
up
the
phone
and
I
call
the
service
desk
correct,
okay,
and
are
they
the
same
people
that
would
come
out
and
help
me
with
my
problem?
They.
B
Are
now
okay,
previous
to
me
taking
position
taking
that
job
position?
They
were
three
separate
teams,
so
you
had
the
help
desk,
which
they
took
the
calls
pretty
much
that
was
their
their
job.
Then
you
had
tier
one.
Those
were,
I
don't
want
to
say
grunts.
I
don't
really
like
that
word,
but
they
were
are
front
line
people
they
went
out
in
the
field
and
they
dealt
with
the
actual
triage
and
the
troubleshooting
of
the
computers
or
the
devices.
B
And
then
you
had
tier
two,
which
was
kind
of
a
blend
between
our
hire
team,
which
is
our
sys
admins
and
the
tier
one.
So
they
did
work
on
the
back
end
to
make
sure
systems
were
up
and
running
and
functional
make
sure
software
wasn't
was
where
it
was
supposed
to
be,
but
they
also
went
into
the
field
also.
So
what
we
did
is
we
merged
all
those
teams
help
desk
tier
one
tier
two
into
the
service
desk.
B
No,
that
was
the
decision
that
the
executive
team
made
okay.
A
And
for
efficiency's
sake
for
to
make
it
more
streamlined.
B
A
B
Team
prior
to
2000,
I
want
to
say
2019,
I
believe
they
didn't
exist.
Okay,
that's
a
team
that
was
that
was
made
up,
based
on
a
report
that
from
from
a
company
that
we
had
hired
to
look
at
some
of
the
the
holes
or
the
gaps
that
we
might
have
been
missing
in
I.t.
B
So
because
of
that
we
came
up
with
the
devices
team.
Well,
I
should
say:
innovation
and
performance
came
up
with
the
devices
team,
so
devices
team
they
do
all
the
purchasing
all
the
provisioning.
B
All
of
the
and
some
of
the
deployment
of
any
devices
that
we
have
here
in
the
city
of
pittsburgh.
They
also
do
detailed
analysis.
A
So
there's
for
that
particular
team.
There
needs
to
be
a
wide
range
of
knowledge,
whether
it's
cell
phone
tablet
laptop
desktop
and
I'm
sure,
I'm
not
even
thinking
of
other
devices,
but
they
need
to
know
manufacturers
how
they
work
what's
best
for
a
person
when
they
make
their
request.
All
those
things.
B
Correct
yeah,
those
those
guys
are
those
are
more
of
my
subject
matter:
expert,
okay,
employees,
not
that
my
services,
employees,
aren't
but
they're
they're.
They
do
a
deep
dive
on.
You
know
the
the
critical
needs
and
wants
so
they
have.
You
know
institutional
knowledge
and
some
of
the
matter
of
fact,
both
of
them.
The
guys
that
I
have
on
my
team.
They
were
at
once
either
tier
one
or
tier
two.
B
A
Eight
so
plus
you
that's
nine
people
that
are
troubleshooting
issues
and
problems
that
employees
might
have,
as
well
as
purchasing
and
implementing
new
devices.
Correct
nine
people,
nine
people,
that's
amazing.
It's
a
heavy
lift.
What
happens
when
one
person
is
on
a
call
or
researching
an
issue
that
takes
a
little
longer?
Does
that
affect
the
team
to
be.
B
Honest
with
you
david
it,
it
doesn't
really
okay.
Now,
if
I
have
two
three
or
four
people
in
that
situation,
then
it
can
put
a
strain
on
us,
but
you
know
having
a
person.
That's
that's,
you
know
takes
time
or
has
to
see
to
the
critical
care
or
they
you
know
they
might
be
waiting
for
a
vendor
to
get
back
to
them.
It
doesn't
really
affect
the
team.
A
So
that's
a
testament
to
you,
as
well
as
their
leader,
I'm
sure
you
and
I've
known
each
other
for
quite
a
while
at
this
point,
I'm
sure
that
you
are
not
just
giving
orders
from
on
high.
You
are
also
doing
the
work
as
well
absolutely
same
here
because
we
just
don't
have
enough,
and
I'm
sure
this
is
something
that
can
be
said
not
only
for
your
two
teams
and
my
team,
but
we
just
don't
have
enough
sets
of
hands
and
we
go
where
the
sets
of
hands
are
needed.
That's.
B
A
So,
prior
to
covid,
so
I
want
you
to.
I
know
it
was
a
long
time
ago.
This
was
like
a
lifetime
ago
a
couple
of
lifetimes
ago.
A
A
How
was
the
job
different
prior
to
covid?
I
I
want
to
save,
what's
happened
since
covid
for
the
next
question,
but
I
guess
what
I'm
getting
at
is.
C
A
B
It
was
a
lot
easier.
I
was
I'll
say
that
much
we
were
able
to
so
before.
Prior
to
covet.
We
we
were
working
on
a
lot
of
our
kpis
and-
and
you
know,
metrics-
and
things
of
that
nature-
to
make
sure
that
the
job
that
we're
doing
is
efficient.
It's
thorough
it's
fast,
also
prior
prior
to
covet
the
devices
team
wasn't
there
yet.
B
So
I
was
just
in
charge
of
the
service
desk.
Okay,
no,
I'm
sorry!
I
stand
corrected.
There
was
there
was
an
another
person
that
was
in
charge
of
the
devices
team,
but
they
were
a
brand
new
team.
Just
like
server
desk
was
a
brand
new
team.
Like
we
say
you
know
2019
around
that
time,
so
the
workflow
was
it
was
not
as
heavy
and
we
already
we
knew
what
we
were
dealing
with.
We
knew
what
was
in
the
field.
B
If
a
call
came
in,
we
were
able
to
deal
with
it
in
a
timely
manner
in
the
timely
fashion.
So
it
was
it's
pretty.
I
don't
want
to
say
easy,
but
it
was.
It
was
a
lot
less
strenuous,
a
lot
less
strainful
than
cove
once
covered
so.
A
I
remember,
and
I'm
sure
you
remember
getting
the
phone
call
in
the
email
on
a
friday.
Go
home,
don't
come
to
work
on
monday
yeah
and
I
can
imagine
like
for
for
my
team.
We
went
home
and
we
all
have
personal
devices
that
we
were
able
to
use,
and
it
wasn't
really
a
big
strain
on
us
to
log
on
to
a
computer
monday
morning
and
still
be
in
touch
with
each
other
right.
I
am
imagining
that
is
not
the
same
for
you.
A
No,
so
so
talk
about
not
only
the
weekly,
I
mean
it
wasn't
a
decision
made
hastily
to
send
everybody
home,
but
talk
about
the
leading
up
to
that
friday
and
what
it
was
like
for
you
and
your
team
that
weekend
that
monday
and
going
forward.
B
Good
question:
so
we
got
that
email.
Well,
you
know
I
got
the
email,
but
we
were
the
team
that
that
email
really
didn't
apply
to
okay.
So
our
biggest
thing
was:
what
are
we
gonna
do
monday?
Because
we
know
if
you
know
in
my
mind,
I'm
thinking.
Okay,
if
they're
sending
people
home,
then
we're
gonna
have
to
make
sure
they
work
from
home.
B
B
So
you
know
we
had
to
kind
of
put
a
plan
together
to
make
sure
that
the
city
of
pittsburgh
employees
could
work
from
home
because
it
we
did
it
in
the
rollout
phase
initially,
but
as
far
as
devices,
what
they
were
going
to
use
to
work
from
home,
because
when
you're
here
on
the
job
in
the
different
locations,
you're
connected
to
a
city
environment,
you
know
with
firewalls
and
and
login
processes
and
domain.
You
know
connections
which
is
very
hard
to
get
when
you're
at
home.
Right.
B
So
what
we
had
to
do
is
we
had
to
scramble
and
take
every
piece
of
equipment
that
we
had
rsa
token
for
users
to
be
able
to
log
into
their
home
computers
to
download
a
client.
So
what
we
did?
We
had
a
rollout
phase.
So
we
went
by
department
with
the
help
of
our
br,
our
brm's,
which
are
our
business
relation
managers
with
the
help
of
them
and
the
liaisons
of
each
department.
B
We
had
customers
from
every
department
that
would
come
in
and
come
to
city,
city,
innovation
systems
that
would
come
to
imp
and
we
had
a
schedule
and
we
called
what
we
called.
It
was
a
mobile
cafe,
but
basically
what
we
did
was
we
had
people
come
in
if
they
were
comfortable
using
their
home
computers
or
their
laptops,
they
would
come
in.
We
would
do
you
know.
The
screening
we'd
have
a
thorough
cleaning
of
each
station,
each
each
workstation,
each
computer.
B
All
my
staff
was
mashed
up,
gloves
the
whole
nine
and
we
would
get
the
installation
of
the
rsa
token
program
and
what
they
needed
to
log
in,
and
we
just,
I
think
we
we
got
about
300
people
all
set
up
to
work
from
home.
A
And
we're
not
talking
about
you
did
that
in
10
minutes
that
was
over
a
period
was
that
300
people
over
a
week.
A
So
so,
almost
like
a,
I
don't
want
to
minimize
your
work,
but
almost
like
a
showroom
where
you're
you're
trying
to
answer
all
the
questions
give
the
people
the
information
they
need,
but
also
realize,
there's
299
other
people
in
the
in
line
correct
yeah,.
B
No,
I
don't
I
I
wouldn't
that's
not
a
minimization
of
the
work
at
all.
I
don't
think
it
is,
but
what
you're
saying
is
true,
it's.
It
was
like
a
showroom,
you
know,
and
we
just
like
we
had
a
schedule.
I
want
to
thank
you
know
frederica
greenwood,
who
was
my
assistant
manager
for
the
service
desk.
You
know
she
stepped
up
with
me
big
time
and
helped
me
to
get
these
devices
rolled
out.
You
know
as
soon
as
possible.
B
You
know
we
we
burned
a
candle
at
both
ends.
Probably
I
would
say
from
the
end
of
march,
up
until
june.
I
believe
it
yeah.
It
was
a
good
time
we
had
fun,
we
actually
had
fun
doing
it,
believe
it
or
not
as
stressful
as
it
was.
B
A
Yeah,
it
was
a
good
time.
I
think
that's
a
interesting
point
good
time
in
the
face
of
national
uncertainty.
Yes,
and
I
think
that
a
lot
of
the
teams
in
inp
felt
the
same
pressure
but
enjoyed
it,
and
I
I
think
enjoyed
is
the
wrong
word
to
say
publicly.
A
But
let
me
see
if
I
can
explain
it
where
you
and
I
are
at
heart
technicians
and
when
something
breaks
or
something
doesn't
go
exactly
the
way
we
want
it
to
we're
able
to
think
of
it
diagnostically
and
try
to
figure
out
a
solution
to
every
problem,
no
matter
how
small
or
big
it
is
absolutely,
and
so,
each
of
us
not
just
the
city
channel
team,
but
the
devices
team,
the
service
desk
team,
every
team
in
imp
had
to
figure
out
how
to
work
in
this
new
format.
A
I
know
that
there
are
people
on
my
team
that
get
excited
when
there's
problems,
because
it's
something
to
fix
and
oh
look,
shiny,
new
toy,
and
I
I
think
I
agree
with
what
you
were
saying
about
the
camaraderie
and
the
team
coming
closer
together
when
we
were
sent
home
and
we
were
told
you
can't
use
your
cameras,
you
have
to
figure
out
how
to
do
this
from
home.
We
we
played
around
with
six
or
seven
different
pieces
of
software
before
we
decided
on
zoom.
A
B
Yeah,
that's
that's
a
great
way
to
describe
it
actually
yeah,
because
it
was,
I
mean
it
was
a
stressful
time.
It
was
stressful,
it
was
strenuous
and
I
I
think
if
it
wasn't
for
the
camaraderie
and
if
it
wasn't
for
the
for
the
galvanizing
of
the
teams
coming
together
and
saying,
look
we
got
to
get
this
done.
We
got
to
make
sure
people
can
work,
we
got
to
make
sure
people
can
function.
B
B
I
think
that's
the
part
that,
like
you,
said
yeah,
I
guess
enjoyable
is
not
a
good
word
to
use,
but
it
it
took
some
of
the
it
took
some
of
the
pressure,
I
guess
or
some
of
the
some
of
the
anxiety
yeah
that
we
were
feeling
you
know
like
deep
down
it
kind
of
took
that
edge
off
yeah.
You
know
and
it
made
it
easier
and
we
just
you
know,
everybody
focused
and
we
dug
in
and
got
to
work
so
yeah.
You
know.
A
What's
interesting
is
january
2020,
so,
two
months
before
we
were
all
sent
home.
I
called
I
called
one
of
your
favorite
employees,
brian
lee,
and
I
said
brian
listen.
My
portable
device
is
an
ipad
and
I've
had
the
ipad
for
five
or
six
years
at
this
point
right
and
it's
not
holding
its
power
anymore.
It
has
to
be
plugged
in
all
the
time
and
brian
lee
said
to
me.
A
Why
do
you
still
have
an
ipad
and
he
was
able
in
a
fairly
short
period
of
time
he
was
able
to
set
me
up
with
a
surface
laptop
and
what
I,
what
I
enjoyed
about,
that
experience
was
how
thorough
he
was,
and
I
mean
I've
known
brian.
A
As
long
as
I've
known
you
and
I've
worked
with
brian
as
long
as
I
worked
with
you,
but
he
I
really
enjoyed
how
thorough
he
was
and
how,
even
though
he
and
I
have
known
each
other
for
a
while
now,
he
asked
all
the
same
questions
went
through
the
process
and
made
sure
that
I,
the
customer,
was
extremely
happy
with
that.
Just
a
again
another:
I'm
not
trying
to
sit
here
and
compliment
you
all
day
long
and
make
you
blush,
but
it's
a
testament
to
you
is
the
as
the
you.
B
A
That
he
made
sure
he
did
not
want
to
leave
my
office
until
I
was
completely
happy.
I
thought
that
was
that
was
not
my
experience
with
the
service
desk
or
tier
one
or
tier
two
in
the
past,
not
to
say
that
it
was
awful.
It
wasn't,
but
there
wasn't
a
process,
and
I
think
that's
that's
great-
that
he
was.
He
stayed
with
me
until
I
mean-
and
we
both
know
brian,
but
he
was
like
this
is
a
power
chord.
Okay,
brian
yeah,
he's.
C
A
So
so
we're
in
this
I
really
really
really
hate
the
phrase
new
normal,
because
it's
not
new
and
it's
not
normal.
No,
but
so
we're
in
this
workflow
and
people
are
working
from
home
and
and
there
are
still
some
people
who
come
to
the
building,
I
mean
I
come
to
the
building
every
day.
A
But
what
are
some
challenges
that
you
have
faced
in
the
last
15
months
that
you
had
not
ever
faced
before.
B
From
the
from
the
top
I'll
say,
resources
yeah
running
out
of
resources,
there
was
a
point
where
we
were
getting
low
on.
You
know:
critical
resources
that
we
need
to
to
get
to
our
customers,
which
are
our
city
and
pittsburgh.
Employees,
that's
been
a
little
frustrating
having
during
the
time
I
also
had
one
of
my
employees
actually
retired
and
losing
him
like
losing
like
a
person
during
the
pandemic,
given
the
monumental
task.
That
was
that
we
were
faced
with
that
that
that
hurt
that
hurt
that
that
set
us
back
a
bit
not.
B
Yes,
yeah,
that's
that's,
definitely
been
the
rough
part
and
even
you
know
something
as
as
small
as
you
know,
finding
parking
for
my
team.
You
know,
I
know
that
might
not
be.
You
know
on
the
top
list
of
anybody
else,
but
you
know
like
when
I
need
my
people
to
be
here
when
I
need
them
to
be
in
a
certain
place
and
it's
hard
to
find
parking.
That
was
that
hurt
us
also.
A
You
know
it's
interesting.
You
mentioned
that
because
I
so
I've
been
coming.
I
stayed
home
for
about
six
weeks
and
then
I
started
coming
into
the
building
every
day
and
there
were
times
where
the
my
staff
had
to
come
in
and
they
would
say
to
me
I'm
not
taking
a
boss,
I'm
not
taking
the
train,
I'm
not
taking
a
bus,
I'm
not
taking
public
transportation.
A
I
don't
feel
safe
right
and
I
I
I
you
and
I
I
think
you
and
I
park
in
the
same
lot
by
the
dpw
building
yep
and
I
called
the
woman
who's
in
charge
of
the
parking
lots
and
I
said,
there's
about
10
cars
in
the
lot
every
day
can
my
staff
park
in
the
lot
and
she
said,
yeah
no
problem
and
I
think
that's
an
important
point.
A
B
No
that's
right
because
I've
had
to
do
the
same
thing.
I
have
employees
that
you
know
park
in
my
spot
when
I'm
not
here
and
you
know
I've,
but
you
know
the
good
thing
for
me.
I
sometimes
I
I
can
walk
in
or
I'll
catch
I'll
catch
a
trolley
and
then
I'll
walk.
So
you
know
I
lost
some
weight
behind
it.
So
yeah
you
look
great.
You
know
no
complaints.
A
Not
at
all
so
we're
recording
this
towards
the
end
of
may
it'll,
probably
be
on
tv
early
june.
You
and
I
both
heard
the
discussions
of
how
to
come
back.
How
does
the
workforce
now
15
months
16
months
later,
come
back
to
the
building,
and
I
can
imagine
it's
pretty
easy
for
most
people,
because
it's
just
coming
back
to
work,
putting
pants
on
right,
I'm
a
I'm
guessing!
It's
not
going
to
be
as
easy
for
you
no,
and
why
not.
B
We're
looking
at
it,
you
know
it'll,
probably
be
more
strenuous
than
when
people
went
home
to
work,
because
now
you
have
people
that
have
been
at
home.
You
know
15
months
right,
15,
some
odd
months.
They
forgotten
their
passwords,
it's
possible!
B
C
B
They
forgot
how
to
check
voicemails
on
their
phones,
yep
they're,
not
comfortable
with
the
computers
they've
been
maybe
using
their
home
computer
or
using
the
loaner
that
we
gave
them,
which
is
much
more
robust
and
newer
than
what
they
left
behind
at
their
desk.
You
talking
about
running
updates
on
these
computers,
which
sometimes
can
take
an
hour
for
each
computer,
maybe
more.
A
B
Yes,
so
let's
hope
they
turn
back
on,
you
know
yeah.
So
there's
there
there's
a
lot
of
moving
parts
to
people
returning
back
to
work,
but
you
know
my
team
we're
gonna
sit
down,
we're
gonna,
we're
gonna
hash
it
out
we're.
Definitely
we're
gonna
have
a
plan
on
how
to
do
this
and
how
to
attack
it.
We're
doing
it
now.
We're
gonna
start
it.
You
know
actually
this
week
because
we
don't.
We
don't
want
to
leave
anything
to
chance
right.
B
That's
critical,
that's
number
one,
and
as
long
as
we
go
in-
and
we
continue
to
have
that
as
the
mindset
that
that
is
the
top
priority-
that
the
customer
sees
value
and
what's
being
offered
to
them,
I
think
we'll
have
a
successful
retransition.
I
guess
you
could
call
it
but,
like
you
said
I
don't
the
new
normal.
I
don't
like
saying
that
either
because,
like
you
said
it's,
it's
not
new
and
it's
not
normal.
It's
you
know
it's
just
life,
you
know
sometimes
what
they
say.
Life
throws
your
lemons.
B
A
If
there
were
a
perfect
world,
a
service
desk
devices
team
utopia
budget,
wasn't
a
constraint,
people
weren't
a
constraint.
What
would
your
perfect
team
and
equipment
look
like.
B
That's
a
great
question:
well,
my
team
would
have
every
single
piece,
a
resource
of
equipment
manual,
software
that
they
could
think
of.
B
B
They
would
be
able
to
provide
value
and
solve
the
problem
of
every
single
customer
that
calls
in
that
has
a
problem
that
has
a
request.
They
will
be
able
to
take
care
of
that
as
soon
as
possible.
There
wouldn't
be
a
ticket
queue.
Quite
honestly
if
it
was
a
perfect
world.
Like
the
same
day,
the
person
calls
the
same
day.
The
person
gets
the
they
get
the.
B
What's
the
word,
I'm
looking
for
solution
solution
there
you
go
yeah
same
day,
everybody
being
on
on
the
same
page,
on
one
accord
that
that
would
be
my
my
perfect.
You
know
situation
I'd,
be
my
perfect
utopia
and
also,
let
me
not
I'll,
be
remiss
if
I
did.
If
I
didn't
say
this,
every
other
team
that
works
in
ip.
B
A
One
thing
I
wanted
to
go
back
to
is
when,
when
I
started
with
the
city
this
I
I
say
this
in
the
nicest
way
possible,
but
the
city
was
not
the
most
up-to-date
technologically.
Is
that
a
fair
statement.
A
So
what
was?
How
was
it
for?
I
know
how
it
was
for
my
team,
but
how
was
it
for
your
team
to
take?
I
mean
you
were
talking
about
dot
matrix
printers
when
you
first
started
with
the
city.
How
was
it
for
you
and
your
experience
to
upgrade
the
city
from
what
was
essentially
an
analog
system
to
to
a
digital
system,
and
I'm.
B
That's
a
great
question:
it's
been
rough
at
times
it
was
pretty
it
was.
It
was
kind
of
rough.
It's
fairly
rough
and
I'll.
Tell
you
what
david
the
hardest
part
is
convincing,
the
customer
that
this
is
the
way
to
go
and.
B
A
2013
and
2014,
we
did
windows
95
yeah,
so
I
think
when,
when
I
did
the
digital
upgrade
for
the
city
channel
or
when
I
started
it,
one
of
the
and
I
I
work
as
you
know,
I
work
pretty
closely
with
city
council
in
the
mayor's
office
right
and
saying
to
them.
These
are
these
are
necessary
changes.
They
were
necessary
changes
10
years
ago.
A
B
A
We're
basically
being
held
together
with
duct
tape
and
bubble
gum
and
I'm
sure,
you've
had
a
lot
of
the
same
conversations.
My
printer
isn't
broken.
Why
should
I
give
it
up.
A
I
know
you're
laughing
on
the
inside
as
well,
so
I
I
can
imagine
the
the
memory,
painful
memories
but
important
one
of
the
things
I
interviewed
in
a
recent
episode
of
the
show.
I
interviewed
sylvia
harris,
our
deputy
director
and
she
said:
if
you
don't
tell
your
story,
somebody
else
will
and
they'll
probably
get
it
wrong.
So
that's
why
I
like
to
keep
repeating.
A
People
are
probably
sick
of
me
talking
about
this
stuff,
but
I
like
to
make
sure
people
know
how
difficult
it
was
to
work
in
those
types
of
environments.
B
No,
but
it's
good
it's
good
to
let
people
know,
especially
when
you
get
it
to
a
point
like
you
guys
have
to
make
it
look
easy
yeah.
Nobody
knows
you
know
the
the
work
and
the
effort
that
you
guys
put
in
so
kudos
to
you,
because
I
was
here
I
saw
it
like
you
know,
even
where
we're
sitting
at
right
now
is
that's
a
testament
to
hard
work.
I.
A
Think
that
it's
when
it
comes
to
television
people,
don't
know,
we
have
made
a
mistake
unless
we
tell
them
like
when
you're
watching
the
news-
and
they
say:
oh
sorry,
we're
having
technical
difficulties.
I
always
cringe
at
that,
because
why
would
you
tell
the
audience
something
has
gone
wrong
when
95
of
them
don't
remember,
don't
even
realize
it,
but
yeah
you're
right
when
we
did
our
upgrade
there
was.
A
C
A
Spent,
I
don't
remember
the
the
amount,
but
it
was
for
throwaway
items
that
we
wouldn't
need
once
the
work
was
done
and
I'm
sure
you've
run
into
things
like
that
when
you
have
to
make
sure
1978
can
talk
to
2003.
Who
can
talk
to
2019,
I
mean
it's.
A
Yeah,
okay.
So
at
this
point
of
the
interview
I
want
to
ask
you
four
completely
random
questions
that
you
are
not
prepared
for
have
nothing
to
do
with
your
job.
Okay,
uh-oh,
okay,
I've
been
wanting
to
ask
you
this
for
a
long
time.
A
A
But
nah
the
way
I
look
at
it,
dana
is
it's
okay
for
you
to
be
wrong
and.
A
You're
able
to
admit
it
when
you
are
wrong,
do
you
have
any?
Do
you
have
any
hidden
talents?
Do
you
have
anything
about
yourself
that
most
people
don't
know
like?
Can
you
can
you
hit
a
half
court
shot
blindfolded.
B
So
I
have
some
untalents
that
people
might
think
that
I
that
might
think
that
I
don't
have
or
do
have
or
you
know
I
am
not
good
at
sports
and
that's.
B
B
Father
a
little
known
secret,
he
was,
I
think,
in
football
football
in
baseball.
He
would
he
made
fab
22.,
oh
wow,
yeah
and
pittsburgh
put
what
I
think
post
gazette.
So
it
skipped
you.
Oh
definitely
I
I
never
made
the
paper
at
least
not
about
that
another.
A
talent,
though
I
think
I'm
a,
I
think,
I'm
a
fairly
decent
cook.
Okay,
you
know,
I'm
not
I'm
not
afraid
in
the
kitchen.
I
I
know
what
I'm
doing
you
know
man.
B
A
My
my
hidden
talent
or
my
superhero
power
is,
I
can
forget
my
kids
friends
names
pretty
easily
when
my
wife
says
he's
hanging
out
with
a
name.
I
forget
that
pretty
quickly.
That's.
C
A
B
A
B
A
I
was
on
the
in
the
pecking
order:
have
you
had
on
the
other
side
of
hidden
talent,.
A
Have
you
found
any
new
passions
since
you've
been
home
more
like?
Have
you
taken
up
a
new,
a
new
hobby,
or
are
you
yes.
B
What
is
it
that's
a
great
question,
a
couple
I
think
one
of
the
biggest
right
now
is
just
staying
healthy,
trying
to
get
my
life
back
in
avogad.
I
had
I
put
on
a
considerable
amount
of
pounds,
and
I
was
I
just
wasn't
feeling
good.
I
have
asthma
to
boot.
You
know
I
have
sleep
apnea,
so
those
things
affected
me
a
great
deal.
You
know
the
more
weight
you
put
on
the
harder
it
is
to
breathe
harder
to
sleep.
B
So
I
just
I
was
determining
myself
to
get
better.
You
know,
so
I
started
watching
what
I
eat.
I
started
exercising
started,
walking
a
lot
more
and
I
think
that's
that's
helped
me
tremendously.
You
know
to
to
stay
on
top
and
stay
stay
focused
and
stay
sharp.
B
That's
so
if
that's
a
hobby,
I
guess
you
know,
because
it's
it's
definitely
a
lifestyle
yeah.
It's
not!
You
know,
I
don't
believe
in
dieting
or
that
type,
but
I
think
that's
all
fad
stuff.
I
think
dieting
is
just
something
to
make.
You
feel
good
for
the
time
being
yeah.
I
think
it
has
to
be
a
lifestyle.
I
think
so
you
know
changing
my
mindset
and
being
more
positive,
helped
with
that.
B
Also
another
thing
that
I
got
into
that's
a
great
question,
so
I
started
doing
videos
sort
of
like
facebook
lives
just
to
talk
about.
You
know
my
beliefs,
you
know
my
my
beliefs,
in
god,
helping
other
people
to
cope
with
what
they're
going
through
what
they're
dealing
with
on
a
day-to-day
basis.
That's
something
I've
started.
Also.
I
do
two
a
week
from
back.
I
think
I
started
last
september.
B
Okay
and
it's
been
very
therapeutic,
so
those
are
two
things
that
I
picked
up
during
this
pandemic
and
you
know,
and
it's
and
I've
seen
it
trickle
down
and
you
know
affect
you
know
my
family,
my
children
positively,
so
yeah
those
are
those.
Those
are
two
things
I
would
say
that
have
that
I
picked
up
during
this
pandemic.
A
You
look
good,
though
man.
What
are
you
talking
about?
I
look
something.
What's
your
last
binge
watch.
B
B
C
A
It,
oh
I
do
oh
no,
it
was
the
first
show
that
my
now
wife
and
I
watched
together
because
we
had
met
what
was
that
2007.
she
said.
Do
you
watch
the
office?
I
said
I
didn't
know
what
that
was
and
we
she
bought
the
previous
seasons
on
itunes
and
caught
me
up.
That's
what
we
watched
together.
That's
awesome,
fantastic
show
before
now.
I
don't
know
if
you
know
this,
but
the
office
was
on
netflix
forever.
A
A
A
It
doesn't
happen
often,
but
I
might
pull
out
a
random
disc
and
just
turn
it
on,
and
I
I
know
I'm
gonna
laugh
the
entire
time.
Let.
A
C
A
He
says
something
like
oh
and
here's,
my
plasma
tv,
it's
18
inches
and
he
pulls
it
out
from
the
wall
like
six
inches,
yes
and
then
later
in
the
episode
she
throws
the
dundee
award
at
it
and
it
cracks
the
screen.
I
yeah.
A
A
B
B
A
Awesome
yeah,
there's
on
youtube:
the
office
is
done,
has
a
youtube
channel
and
every
day
they
put
out
a
two
or
three
minute
scene
and
they
they've
done
really
well
keeping
their
name
in
the
social
media,
conversation
right
and
yeah.
So
every
day
they
put
out
a
two
or
three
minute
scene
out
of
context
like
it's
not
part
of
the.
They
don't
put
out
the
whole
episode.
But
I,
if
I'm
shoving
food
in
my
face
at
lunch
time,
I'll
click
on
that
and
just
watch
two
or
three
minutes
and
laugh
and
it's
yeah.
C
A
B
I'd
just
like
to
say,
you
know,
thought
it
everybody
at
mp,
you
know
thank
you
guys
for
just
you
know,
digging
in
and
doing
the
best
that
you
could
do
given
the
circumstances
with
kovid
and
the
pandemic.
You
know
what
I'm
saying
and
just
everything
that's
been
going
on
anybody
out
there.
That
is
not
feeling
well
or
is
down
or
whatever.
However,
you
feel
always
know
that,
there's
somebody
out
there
in
your
shoes,
somebody
out
there
that's
going
through
what
you're
going
through.
B
You
know.
I
think
it's
some,
I
think
that's
very
important,
I'm
starting
to
see
a
lot
of
a
lot
of
people
breaking
down
in
society.
You
know
society
and
itself
just
having
a
rough
time
right
now,
yeah,
but
I
would
say:
do
yourself
a
due
diligence,
you
know
we're
going
to
bounce
back.
B
This
is
going
to
get
better.
Just
you
know,
hang
in
there
and
stay
the
course.
A
My
late
father
used
to
say
all
the
time
this
too
shall
pass,
and
that's
absolutely
as
you
were
saying
that
that's
what
popped
into
my
head
all
right.
Well,
dana!
Thank
you
very
much.
I
really
appreciate
you
taking
the
time
to
do
this.
I've
really
enjoyed
working
with
you
these
eight
years.
I
think
eight
yeah,
it's
nine
years.
A
I've
really
enjoyed
working
with
you,
you're
a
friend
you're.
I
really
respect
your
opinion.
You've
helped
me
out
of
a
lot
of
jams.
I
hope
to
be
able
to
help
you
out
of
one
jam
of
ever
so.